Human Skill is Key to Getting it Done

Nurses (Community Health Officers) offer service to client at a STAR CHPS facility. Client satisfaction survey was conducted to help identify areas to targeted for performance improvement activities and to give a voice to the client.
Nurses (Community Health Officers) offer service to client at a STAR CHPS facility. Client satisfaction survey was conducted to help identify areas to targeted for performance improvement activities and to give a voice to the client.

Last week I completed the STAR CHPS Client Satisfaction Survey in 17 districts in the Western Region of Ghana. It is one of the accomplishments I am most proud of among the many things I can mark complete

There are many stakeholders in the STAR CHIP projects. These include the financial sponsors– the Jubilee Partners, implementers (Jhpiego and the Ghana Health Service) and Community leaders (chiefs, assemblymen & women etc.). One group of stakeholders that are least acknowledged are the clients who access the services at the clinics.

What I set out to do was to conduct a survey in all districts where we have community-based clinics to get the clients perspective and feedback on how the clinics and the project are meeting the needs of the communities and to help Jhpiego identify areas to be targeted for performance improvement activities.

The process involved writing the policy and procedure manual for the project, drafting the tools (the questionnaire) for the survey, recruiting and training survey assistants for the CHPS zones targeted.

I am happy that comprehensive statistical analysis of the survey data is completed this week. I presented the data and recommendation at a special Partners Meeting last with representatives from Tullow Oil, GHS and Jhpiego. Similar meeting was held with the nurses from all the clinics (CHPS zones) at a Community Health Officer Review meeting this week.

This exercise was not on the program’s work plan and so it was tough to get the team on board and agree that it was vital we collect the data to get the clients input and also identify strengths and weaknesses in the project.

What makes completion of this project even more fulfilling is that it is the first time we done this Client Satisfaction Survey since the start of the STAR CHPS project and the insight is has provided is immense.

It is good to appreciate that different people see things from different perspectives and when you try to see things from others viewpoint, it is easier to get them reason with you. This helped me immensely in getting things through here, and this survey project is one of them. This is one of the things I accomplished not necessarily because of technical capability but rather by understanding the people, their community and their culture as a whole.

2 comments

  1. Many kudos to you for ensuring that the voices of the patients were heard. I’m sure that what they told you will be instrumental to improving the clinics in the future.

    I can’t wait to hear all about your assignment when you join us back in the US!

  2. Sounds like a great achievement Kirby, well done for completing this and on nearly completing your assignment!

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